Supervisor of Customer Service
Ferrotec · Bedford, New Hampshire, United States
WHO WE ARE
Together we are a world-class diversified manufacturer with a commitment from our team to proudly provide pure
precision solutions to our customers, delivering superior quality, value, and service.
Ferrotec (USA) Corporation is a technology company with a worldwide presence in a broad array of end products,
manufacturing systems, and industries serving primarily the semi-conductor industry. We provide our customers
with advanced material, component, system, and manufacturing solutions. Please visit www.ferrotec.com for a list
of office locations.
HOW YOU MAKE AN IMPACT
The Supervisor of Customer Service is responsible for leading the day-to-day operations of the customer service
team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing staff
performance, addressing escalated customer issues, and implementing strategies to improve efficiency and
effectiveness. The Supervisor of Customer Service works closely with other departments to address customer
needs, identify process improvements, and support the organization’s overall goals.
Achievement of objectives must include an overriding commitment to quality that must permeate the areas of
responsibility. Enable and Drive Change in the Organization.
WHAT SUCCESS LOOKS LIKE
· Supervise the daily activities of the customer service team, ensuring consistent and high-quality service
delivery.
· Monitor and evaluate team performance, providing regular feedback, coaching, and development
opportunities.
· Address and resolve escalated customer issues in a timely and professional manner.
· Develop and implement customer service policies, procedures, and performance standards.
· Analyze customer service metrics and trends to identify areas for improvement and recommend actionable
solutions.
· Collaborate with other departments, such as sales, operations, and technical support, to address customer
needs and improve the overall customer experience.
· Manage team schedules and resource allocation to maintain adequate coverage and efficiency.
· Train new and existing team members on processes, systems, and customer service best practices.
· Ensure compliance with company policies, industry standards, and regulatory requirements.
· Prepare and deliver reports on customer service performance to senior management.
· Foster a positive and inclusive work environment that motivates and engages team members.
Not a comprehensive list of duties. Duties may change without notice at management’s sole discretion.
WHAT YOU NEED TO BE SUCCESSFUL
· Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
· Minimum 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
· Experience with an enterprise ERP system.
· Strong understanding of customer service principles, practices, and tools.
· Excellent communication, interpersonal, and problem-solving skills.
· Ability to handle escalated issues calmly and professionally, with a focus on resolution.
· Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
· Proven ability to analyze data, identify trends, and implement process improvements.
· Effective organizational and time-management skills, with the ability to prioritize and manage multiple
tasks.
· Commitment to delivering an exceptional customer experience and driving continuous improvement.
PREFERRED SKILLS:
· Experience with Oracle.
· Portal experience.
We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state, or local law.